Summary in 30 seconds:
- If you just focus on growth, you can't see the huge impact that customer churn has on your agency .
- Acquiring a new customer costs 5 times more than keeping an existing one.
- Service Provider Pro uses its expertise to help over a thousand agencies with their systems and processes for share five crucial reasons your customers are jumping ship.
There is an ancient saying that acquiring a new customer costs 5 times more than retention of an existing customer. If you only focus on growth, you might not see the huge impact that client turnover has on your agency. After helping over a thousand agencies with their systems and processessus, we have seen it firsthand. Here's what you might want to keep an eye out for in case you see your customers jump the ship:
Content created in partnership with Service Provider Pro .
1. You reinvent the wheel with each client
Manage a project that involves the time and work of others It's not easy, and doing it with an unclear workflow, hoping for the best every time, makes things even more difficult.
If your workflow is inefficient, some tasks can eat into your workday. you are getting closer to your deadlines and diverting attention from where it should be: building your customer relationships.
For qhat you, your team, and your clients are on the same page, you need a repeatable set of processes that don't vary much from client to client.
This is where product services come in: simplify access and workflow for everyone involved. Discover the main advantages here .
Product services = sale of services as products. And yes, product services are working .
Customers like to sign up for a known service at an agreed price. It's clear to everyone what the deliverables are, what contributions are needed from them and what your team will do for them.
Product services are not always results-based. In fact, most of the time, they are based on specific deliverables. In order to deliver these deliverables to your customers in the smoothest (and fastest) way, it is essential that each decision maker can locate the resources needed for project objectives, track their progress and communicate. Not only does this set a clear path and accountability for your team, but it lets your customers know what to expect. There is no doubt about what is happening with their website.
2. You do not effectively demonstrate the value
And this is pas because she's not here.
Your clients invest in your services to see measurable results and a positive return on investment. If they don't see the ROI, they will want to look for it elsewhere. The results of your strategy may be there, but if you fail to communicate them objectively and meaningfully to your client, they might as well not exist.
A good way to help is to create consistent metrics that your customers can track and return on overtime. Data-driven dashboards are an easy way to highlight these metrics without too much extra work. from you.
You really want to keep it clean and not overload your reports and clients with too much data, keep it with the metrics relevant to your client's goal Tons of data that doesn't necessarily match the project can backfire on you and make it look like you missed the goal from your client, to begin with.
3. Your communication is not the best
The customersnts do business with people they trust. This feeling of trust must be maintained, not only during the sales process, but also throughout the delivery of the project.
If your clients can't reach you or see their project status live, you let them suspect the worst .
Vital information is lost in messy threads, messages scattered around the team and can get tricky to maintain an orderly communication channel open.
Centralization of your co mmunication and empowering your customers to access their project progress at any time can keep them informed and confident that you both go in thesame direction.
4. You facilitate the departure after the test.
Keeping your clients after their first project can be tricky. Some people are adamant that an SEO project is a one-time thing and they can work on their own afterwards. If you want your customers to come back to you, you need to make sure that not only are the results there, but getting them was a breeze.
If your payments and invoicing are in one place, your customer communication in another, project management in another, etc., not only does it make it difficult to track your progress with you and your team, but it is a nuisance for your customers.
With so many competitors you should use all the tools in your arsenal to make the trip, audit implementation, a transparent process that will differentiate your agency.
5. You don't curb the unintentional churn rate
You've taken all the measures necessary to ensure that your services are of the highest quality and customers will come back and stay with you until the unspoken enemy of your bottom line manifests itself: payment failure.
Your customer's payment method fails, and with the ball in their court, it's easy to think that He should notice and correct it. But that doesn't always happen. This leaves money on the table that most businesses cannot afford to pass up. You wouldn't want to lose customers just because their card has expired.
Avoiding this can be as easy as sending renewal and renewal reminders.follow up if their payment is unsuccessful. Make sure to keep your emails user-friendly for cancel your spam folder notifications.
Make sure updating information is as easy as possible for your customers. Your subion recovery page shouldn't be locked behind a sign-in process or your customers going over obstacles to the point where it's easier to just give up.
If you can notify customers when their payment fails and give them a simple one-click link where they can update day their billing info will be a game-changer. Better yet, it should immediately indicate whether the new payment method failed or succeeded.
Keeping your customers happy doesn't have to be difficult
There are so many coins in the puzzle that it can certainly seem intimidating. Using all the tools in your arsenal, letting the software take over for you, and providing your customers with self-service options can be a real game-changer for your customers' loyalty and happiness. It 's worth it, right?
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